Sanctuary Group

Context

Nine Feet Tall was engaged by Sanctuary Group to deliver a complex portfolio of strategic transformation initiatives aimed at modernising core operations and improving service delivery across the organisation. These included consolidating eight regional customer service centres into a single centralised function, implementing an industry-first ERP transformation with SAP, upgrading maintenance service systems for a mobile workforce and supporting a major audit review led by PwC.

Nine Feet Tall worked in close partnership with senior stakeholders to shape and lead a coordinated change programme that would deliver operational efficiencies, enhance customer experience and ensure minimal disruption to business as usual. With multiple interdependent workstreams spanning people, process, technology and infrastructure, the organisation required a delivery partner capable of combining strategic oversight with hands-on implementation expertise.

Delivery

Nine Feet Tall established and led a structured programme approach to manage all workstreams across the transformation portfolio. For the centralised service centre initiative, Nine Feet Tall coordinated facilities, infrastructure, HR, IT, process design and training to create a fully integrated operation. Programme governance, planning and risk management were embedded from the outset to maintain momentum and ensure alignment across teams.

Alongside this, Nine Feet Tall partnered with Sanctuary Group to support the rollout of a single integrated ERP solution, providing PMO leadership, project management and business analysis across key areas of the change. Nine Feet Tall set up and ran the programme management office, introducing consistent reporting, controls and delivery frameworks. Knowledge transfer and capability building were prioritised, enabling both existing and new client staff to take ownership of the PMO during business-as-usual operations.

Nine Feet Tall also led the upgrade of the maintenance services system, equipping approximately 200 field-based staff with new PDA devices. Business analysts defined future-state processes, gathered and validated requirements, led user acceptance testing and coordinated business readiness activities. Throughout delivery, Nine Feet Tall maintained a focus on continuity of service, ensuring all changes were introduced without disruption to core operations.

Outcome

Nine Feet Tall successfully delivered the centralised service centre within nine months, bringing the new function fully online two months ahead of schedule and establishing a scalable foundation for future growth. Across the wider transformation programme, Nine Feet Tall enabled Sanctuary Group to implement new systems, embed consistent processes and build internal capability to sustain change over the long term.

Nine Feet Tall’s structured PMO approach and emphasis on knowledge transfer ensured Sanctuary Group could confidently manage ongoing programme activity independently. System upgrades for the mobile workforce were implemented seamlessly, improving efficiency while maintaining uninterrupted service delivery.

Overall, Nine Feet Tall helped Sanctuary Group deliver a coordinated transformation with no business disruption, strengthened operational resilience and external recognition through positive audit outcomes, positioning the organisation for continued improvement and innovation.